Missed Calls

It often happens that the calling client does not get through to the operator and it is desirable for companies to contact the client later.

You can experience following situations:

  • a client ends the call while waiting in the queue for the operator

  • a client ends the call before being transferred to the operator in the voice tree (IVR)

Campaigns

We recommend that missed calls be handled as part of "infinite campaigns", i.e. campaigns with a goal of "None". For more information on campaigns and their settings, click here.

The Add Contact to Campaign action must be used for a long-term campaign designed to retrieve missed calls (see the Campaign Rules subsection for more details).

Rules configuration

Creating rules can initially be complicated, so we add a case study here.

Solution:

  • 1x "Add contact to campaign" action.

    • the parameter "Dropped session"

    • call parameter "Dialled number"

  • 3x action "Call again"

    • parameter "Number of outgoing call attempts"

    • call parameter "Outgoing call result"

  • 1x action "Remove contact from campaign"

    • parameter "Source"

For the "Number of outgoing call attempts" parameter, use "equals X", where X can be 1, 2, 3, etc. For the "Outgoing Call Result" parameter, use "does not equal Answered".

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